Support Policy

Effective August 4, 2026 · Palim Beta

        Support during Beta: Support is handled directly by email and response times are not guaranteed. If opening or saving a project may cause further loss, stop editing, preserve the project folder and backups, and contact support before attempting repeated repair.
      

This policy explains how to reach Palim Beta support, what to do before sending diagnostics, and what support can and cannot promise. It does not create a paid support service or response-time agreement.

1. Contact, Scope & Response

Contact: contact@nyxevo.com
Supported Beta areas: installation and launch, updates, account sign-in, local project open/save/recovery, import/export, and clearly reproducible product defects.
No SLA: response and resolution times are not guaranteed. Support may ask you to pause an affected workflow, use the last safe version, or wait for a corrected build.
Not emergency support: this channel is not monitored for emergencies, threats to life or safety, or time-critical legal and business deadlines.

2. If Work May Be at Risk

Stop the action that appears to be causing loss or corruption. Do not repeatedly save, import, restore, or update the same project.
Preserve the project folder, original imported files, recent exports, and independent backups. Work on a copy if you must test recovery.
Record the Palim version, operating system, what you expected, what happened, and the last action that completed safely.
Use a fresh empty project only to test whether the problem is general. Never move private content into a test project solely for support.

3. How to Report an Issue

Use a short subject prefix—INSTALL, UPDATE, ACCOUNT, DATA RISK, IMPORT, EXPORT, or AI REVIEW—and include only the information needed to reproduce the problem:

Palim version and release channel; operating-system version and device architecture.
A numbered sequence of actions, the exact visible error, whether it repeats, and the last known safe state.
Whether the issue also occurs in a fresh empty project, without attaching the affected manuscript.
For account issues, write from the account email when possible, but never send a one-time code or session token.

4. Feedback, Telemetry & Support Are Separate

Optional product-improvement telemetry sends allowlisted no-author-content events automatically when enabled. A support report is author-initiated and can contain the words you type into its fields. Turning optional telemetry off does not delete or cancel feedback you already chose to send, and sending feedback does not turn telemetry on.

Support feedback may be linked to your Palim account when you are signed in. See the Privacy Notice for fields, retention criteria, and rights requests.

5. Diagnostics & Log Privacy

A diagnostics export is created locally and is not automatically uploaded. Review it before sharing. The supported export is limited to a manifest, version and runtime details, low-content focus identifiers and state, health counters, redacted AI settings, activity counts, and redacted desktop status.

Do not send manuscripts, source files, prompts, generated text, full local paths, raw logs, complete configuration files, access keys, passwords, session tokens, or AI credentials.
Support will not request a full manuscript as the default step. If a formatting issue truly needs a sample, create the smallest synthetic or redacted example you are comfortable sharing.
A diagnostics filename reference in feedback is not the diagnostics archive itself.

6. Account, Access & Privacy Requests

Account recovery, access review, correction, export, deletion, and privacy requests are handled through Palim Support. Send the request from the account email when possible and state the requested outcome. Support may verify account control. Account action does not delete local project folders or unlock a third-party AI account.

7. Security & Remote-access Boundary

Palim support will not ask for a password, one-time verification code, session token, API key, private key, payment credential, or unrestricted remote-control access. Do not install remote-access software or disable operating-system security at a support request. Suspected credential exposure or unauthorized account activity should be reported with the subject SECURITY and without including the secret itself.

8. Download, Installation & Beta Limits

Download Palim from the official product site. The macOS build is signed with Apple Developer ID and notarized by Apple; SHA-256 and release notes are on the download page.

Beta support cannot guarantee recovery of lost data, compatibility with every file or service, uninterrupted AI or update availability, or a fix for every report. Keep independent backups and preserve original source files.